An integrated digital ecosystem for quote management, machine configuration and technical service operations
Donatoni Macchine is a leading manufacturer of machines for cutting and finishing stone, marble, granite and concrete. Over the last few years, the company has experienced rapid growth and international expansion, surpassing 100 employees and strengthening its presence across global markets.
Our collaboration with Donatoni began in 2018 with a focused objective: improving the quotation process. Over time, the initiative evolved into a comprehensive digital transformation project involving sales, after-sales service, administration and supply chain operations.
A key factor behind the project’s success was Donatoni’s strong commitment to digital innovation. From the beginning, the company actively involved operational teams, managers and internal stakeholders, enabling continuous collaboration and the gradual evolution of the platform into a fully integrated business ecosystem.
THE CHALLENGE
Before the project started, Donatoni had no CRM system in place, and the existing digital infrastructure was no longer able to support the company’s growth.
Several business areas were affected by inefficient and disconnected processes:
- Sales and quotation process: quotations were created in Word documents, price lists were managed through Excel spreadsheets. This approach increased the risk of errors, made standardization difficult and complicated the management of multiple quotations for the same customer.
- Lack of CRM: customer informations were scattered across different files and disconnected systems, the lack of traceability reduced visibility into the sales pipeline and customer interactions
- Quotation: technical errors, risk of combining incompatible machine components.
- After-sales: technical interventions and maintenance scheduling managed with Excel, no structured ticketing system, lack of centralized service management.
- Travel expenses: and administrative process: paper-based expense reports, slow workflows involving administration and HR departments.
- Supplier management: limited visibility into purchase orders and delivery timelines, risk of delays and operational errors, no centralized access to technical documentation.
THE SOLUTION: A FULLY INTEGRATED DIGITAL ECOSYSTEM
The project started with the implementation of a centralized CRM system, including company and contact data migration and the first commercial workflows. It rapidly evolved into a complete digital platform supporting multiple business functions.
Advanced machine quotation configurator
The core of the transformation was the development of an advanced quotation configurator fully integrated into the CRM.
- guided machine configuration;
- automatic compatibility checks between components;
- automated generation of complex quotations.
The result was the ability to generate professional PDF quotations of up to 50 pages, including technical descriptions, images, multilingual content.
Customer, dealer and supplier portal
Alongside the CRM, a fully integrated supplier and customer portal was developed.
- CRM functionalities accessible externally;
- dedicated access for customers, dealers and suppliers;
- real-time order tracking and delivery timeline visibility;
- download area for updated technical drawings and documentation.
The portal improved collaboration across the supply chain while reducing delays and communication errors.
Digitalization of after-sales service operations
The next phase focused on redesigning and digitalizing the entire technical support and after-sales process.
- structured ticketing system;
- centralized management of all technical service interventions;
- drag-and-drop calendar scheduler with advanced planning capabilities for individual technicians’ activities;
- real-time visibility of all scheduled tasks.
Mobile app for field technicians
One of the project’s key components was the development of a mobile app designed as a mobile extension of the CRM platform.
The app allows field technicians to:
- view scheduled interventions;
- access machine data and manuals;
- upload reports, images and attachments and submit travel expenses;
- geolocate machines and activities.
This brought the entire service management system directly into the field, improving efficiency and data accuracy.
Automated expense management
Paper-based expense reporting was completely eliminated. Through the mobile app, technicians can submit expenses directly into the CRM, enabling faster approval workflows, reduced administrative workload, automatic integration with payroll systems and improved traceability and compliance.
Business Process Automation (BPM)
The project was completed with the implementation of over 100 automated BPM workflows internally designed to streamline and automate business operations across departments.
International rollout
The CRM ecosystem was progressively extended to Donatoni’s international branches in USA, Germany, Spain and France.
RESULTS: EFFICIENCY, CONTROL AND SCALABILITY
The project delivered a significant operational transformation and supported Donatoni’s expansion strategy.
✔ Faster and more reliable sales process
Standardized quotations without errors.
✔ Reduced technical errors
Automatic validation of machine configurations and combinations.
✔ Structured after-sales management
Centralized technical support and optimized technician scheduling.
✔ Administrative efficiency
Faster and traceable workflows, integration with HR and payroll systems.
✔ Better supplier collaboration
Greater transparency across the supply chain and fewer delays and communication issues; immediate access to technical documentation.
✔ International scalability
Replicable CRM and service model across multiple countries.
CONCLUSION
The Donatoni project represents a complete and progressive digital transformation journey.
What started as a quotation management improvement initiative evolved into a fully integrated digital ecosystem supporting:
- sales,
- after-sales,
- technical assistance,
- supply chain,
- administrative workflows.
This case study demonstrates how a CRM platform, supported by a clear digital vision and strong internal leadership, can become the operational core of a manufacturing company and a key driver for international growth and scalability.
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